innovation book en

#INNOVATION

BOOK

2015

BNP PARIBAS CARDIF /// INNOVATION BOOK 2015

HOW TO MAKE LOAN INSURANCE SUBSCRIPTION A QUICKER AND LESS

STRESSFUL PROCESS FOR OUR FUTURE CUSTOMERS?

CONTACTS

Mr Pierre DE SMET VAN DAMME [email protected]

Mrs Eglantine EECKHOUT [email protected]

INNOVATION FOR CUSTOMERS

The Jury liked ��

� Strongly improves the customer experience

� Contributes to the digitalisation of the

processes

Distinctions ��

� Decreases the backlog at medical department

� Reduces printing and mailing cost

� Increases the custem

BELGIUMBELGIUMBELGIUMBELGIUM

MEDICAL SCORING :

MEDICAL ACCEPTANCE ONLINE

« Online Medical Scoring » enables the

customer to fill in the medical form online

during his subscription process. This fully

digital and totally secure solution optimises the

number of questions asked to the customer,

according to the answers he gives.

With this unique platform, we offer a quicker

experience to our customers and we provide

our distributors with a cheaper and more

reliable service.


HOW TO DIVERSIFY OUR AUTOMOTIVE PRODUCT OFFER

BY INSURING THE MOTOR ITSELF?

CONTACT

Mrs Carolina DIAZ [email protected]


CHILECHILECHILECHILE

FIRST MOTOR INSURANCE

BNP Paribas Cardif Chile became the first of the 37 subsidiaries to develop and successfully commercialize motor insurance, including an agreement with the main distributor (Falabellainsurance broker), technical basis built from scratch, deployment of new systems and develop of the claim djustment/administration processes (including agreements with car workshop through all the country).

The idea arises in the need of growth and diversification of Cardif Chile insurance product offer. Also, Motor insurance is regarded as a key product to develop customer loyalty since it is the most valued insurance product in the local market, and the current local offer leaves us an opportunity for improve with additional features (GPS, UBI, PAYD, PHYD, etc) building a better company-customer relation.


HOW TO COMBINE RESPONSIBLE INSURANCE OFFER

AND NEW CUSTOMER SEGMENT?

CONTACTS

Mr Raman JAIN [email protected]

Mrs Aniket DESHPANDE [email protected]

Mr Abhay K RAJ [email protected]


INDIAINDIAINDIAINDIA

CARING FOR OUR DEFENDERS

Considered to be high risk, given the inherent nature of their work; the armed forces were often avoided by the insurers.

However, it was felt that this segment too deserved a chance to be serviced by the mainstream insurers. This insurance scheme, that acts as a top-up to their in-house insurance scheme was designed exclusively for the armed forces.Uniqueness of the scheme was that it was a savings cum Insurance offering with contributions based on the member’s grade.

The scheme was launched Pan-India and response has been impressive. Since these men are usually not eligible offered insurance by the mainstream insurers, this scheme provided them an option for enhanced cover at no extra cost. Other features like spouse cover and flexibility to vary the sum assured multiple andsavings ratio has been well appreciated.


HOW TO PROVIDE OUR CUSTOMERS WITH AN EFFORTLESS AND ONE-TAP

SEAMLESS EXPERIENCE WHILE RENEWING THEIR POLICY?

CONTACTS

Mr Rajesh IYER [email protected]

Mr Akshat KANT [email protected]




RENEWAL PREMIUM THROUGH EASY

ACCESS APP

SBI Life Easy Access is android based & provides information about policy details, insurance plans & premium quotes for example.

The introduction of Renewal Premium payment through the application in August acts as a bridge for the customer providing a link between action and information and offering secure online financial transactions.

This method of renewal payment eliminates several hindrances of making renewalpayment(eg: cheque preparation, branch visit, waiting for advisor to collect their cheque, etc.);

A regular SMS based communication is sent to customers including the app download link along with renewal reminder. This digital communication stream created a direct Call-to-action for them resulting in higher renewal collection through the app.


HOW TO PROMOTE OUR « INSURTECH » OFFER BY SETTING UP A CO-CREATION

LABORATORY WITH STARTPUPPERS AND INNOVATORS?

CONTACT

Mr Simone MACELLONI [email protected]


ITALYITALYITALYITALY

CARDIF OPEN F@B

Cardif Open-F@b is an initiative developedjointly by BNP Paribas Cardif and PoliHub(Politecnico University of Milan Incubator). This project is part of a wider plan to fosterinnovative product development in cooperationwith innovators from very different fields.

Open-F@b launched a « call for innovation » campaign to collect innovative projects arisingfrom startuppers, innovators, entrepreneurs, researchers, students, top influencers throughan idea generation/conversion platform.

The 4 winning ideas have integrated the Lab for a 1-year-program run by Cardif and Polihubprofessionals. The aim of this program is to convert them into real solutions that will help build the insurance of the future.


HOW TO SHORTEN CUSTOMER CLAIM SERVICE JOURNEY AND IMPROVE HIS

EXPERIENCE THROUGH A DIGITAL PROCESS?

CONTACTS

Mr Patrick CHAU [email protected] Jackie HUANG [email protected] David LU [email protected]


TAIWANTAIWANTAIWANTAIWAN

E-TOUCH

To shorten the customer service journey and digitalise our processes, Cardif Taïwan customers can now apply online in just a few touch and click to claim their health coverageby uploading the medical documents/picturesand they can check the real-time claim statusonline.This fully digitalised process reduces the claim processing time by 50% but also improvessignificantly the customer experience by takingthe burden of a painful process away.

What’s more, a short assistance animation film helps them to enter their claims step by stepwithin 50 seconds. This new service also bringsefficiency improvement by reducing incompletedocuments applications and inbound calls.

This unique & high-performance service shows Cardif’s value in Taïwan Insurance Market.


HOW TO OVERCOME LOGISTICAL OBSTACLES

WITH UNEXPECTED PARTNERSHIPS?

CONTACTS

Mr Eric CHEN [email protected] Thomas LIAW [email protected]



CLOUD PRINTING SERVICE

In Taiwan, most families do not have a printer, but to comply with regulations, insurance applications need to use the physical documents.

To solve this inconvenience, we decided to cooperate with convenience stores (7-11) which provides cloud printing service and have more than 4,000 branches in this country.

Customers can upload the digital files to the cloud server from our web site and get a serious numbers response immediately, then they go to convenience store, enter the serious number into the "ibon" kiosk and print out the documents they uploaded earlier.

If they do not print out the documents after 72 hours from uploaded, the data stored in the cloud server will be eliminated automatically.


SMART ADVISOR

MOBILE APPLICATION FOR ADVISORS

As the sales force are always on the move, the

critical data and information is not easily

accessible to them when they are on the field.

The Android Mobile Application « Smart

Advisor » is a step towards providing a Virtual

Office to our Sales Force which helps in

decreasing their dependency on backend sales

support & reduce the number of Branch Visits.

Smart Advisor is a one-stop-solution for tackling

various day-to-day challenges faced by an SBI Life

Advisor.


HOW TO FACILITATE THE DAY-TO-DAY WORK OF OUR SALES FORCE?

CONTACTS

Mr Rajesh IYER [email protected]


Mr Devendra PANDYA [email protected]

INNOVATION FOR DISTRIBUTION CHANNELS


� Appears as a competitive advantage for the sales force

� Paves the way to mobile apps in the field of Insurance

Distinctions ��

� Manhours saved by sales force and back office

� Increased efficiency in servicing

ARGENTINAARGENTINAARGENTINAARGENTINA

PORTAL POS

PORTAL POS aims at joining 3 main axes of

sales forces managing (Training and Coaching +

Control of production and Incentives +

Communication) within a single Web solution

where the vendor has the opportunity to

improve himself and compete with his peers.

The Gamification strategy is based on different

challenges to accomplish, with the delivery of

points and rewards that the vendor can

exchange for prizes or other benefits. The

challenges are linked to the sales production

and the participation in activities like training,

events, surveys, etc.

This interaction improves vendor’s loyalty,

generates a greater commitment to the partner

and BNP Paribas Cardif, and increases his sales

production. These incentives are not new in our

society but are a real game changer in our

insurance business.


HOW TO ENGAGE THE PARTNER’S SALES FORCE

WITH GAMIFICATION, USING NEW TECHNOLOGIES?

CONTACTS

Mrs Julieta GOMEZ OLIVERA [email protected]

Mr Pablo MANDRAFINA [email protected]


BRAZILBRAZILBRAZILBRAZIL

AFFILIATE PROGRAM MAGAZINEVOCE

Launched in the second half of 2014, this

innovative insurance distribution channel uses

the online affiliate program of Magazine Luiza,

one of our major partners. The source has

about 100 thousand customized stores

registered.

Any person can create his own virtual store

within Magazine Luiza's Facebook Page, in

order to sell products from Magazine Luiza.

This new distribution process enables a large

scale branding operation.

Cardif positioned an Extended Warranty offer

in the Magazine Luiza's catalogue, with the

benefit of the capillarity of this platform.

This is the first insurance sales operation

through an affiliate program in Brazil, making

anyone a potential distributor.


HOW TO DEVELOP A NEW ONLINE INSURANCE DISTRIBUTION CHANNEL, TAKING

ADVANTAGE OF THE BREZILIAN RETAIL AFFILIATE PROGRAMS?

CONTACTS

Mr Carlos BASTOS [email protected]

Mr Ronaldo FRANCA [email protected]

Mr Marcio MAINARDI [email protected]


CZECH REPUBLICCZECH REPUBLICCZECH REPUBLICCZECH REPUBLIC

E-RETAILER INSURANCE 2020

Despite the fact that Cardif operates as a B2B

insurance company, we decided to work on the

important differences between our numerous

e-retailers regarding online insurance

penetration (from 2% to 12%).

A project was born: "E-retailer Insurance

2020", aiming at analysing the insurance sales

data in order to compare digital journeys and

identify the critical key points for online

insurance sales.

Based on that, we now make pro-active and

tailored recommendations to our partners: best

touchpoints, what and how many products

should be offered, how should the basket look

like...

This project has enabled us to change our

position of product provider to a digital-driven

insurance expert!


HOW TO BECOME AN INSURANCE EXPERT

BY ANALYSING THE RETAILERS ACTIVITY?

CONTACTSMr Jiri LANGER [email protected]

Mrs Jana ZEMANOVA [email protected]

Mr Barbora VERNEROVA [email protected]


PERUPERUPERUPERU

ENTERATE TV:

A TV CHANNEL BY AND FOR EMPLOYEES!

Satisfied and engaged employees generate

better results. Based on that observation, we

have developed new innovative internal

communication channels.

Peru teams developed an internal TV program

for which employees are animators or

reporters.

This program is part of a larger initiative, that

aims at involving employees in the production

of communication media.


HOW TO STRENGTHEN EMPLOYEE ENGAGEMENT BY HAVING THEM

CONTRIBUTE TO THE ANIMATION OF AN INTERNAL TV PROGRAM?

CONTACTS

Mrs Fiorela CASTRO [email protected] Christian CHAPMAN [email protected]

INNOVATION FOR EMPLOYEES


� Corporate communication is embodied by

the employees

� Originality and diversity of the programs

Distinctions ��

� Increases employees’ pride� Contributes to the “Employer Branding”� Visible positive impact on the Global

People Survey results

CHILICHILICHILICHILI

UNLEASH THE SPORTS FAN WITHIN

YOURSELF!

In the Chilean culture, the FIFA World Cup

season alters every single aspect of life,

including work. No one can feel a stranger to

this party and at BNP Paribas Cardif Chile we

decided to join this party from a social and

civic position.

In June 2014, employees were invited to

participate in different football-themed

activities carried out under the motto “unleash

the football fan within yourself”.

The key idea was to involve everybody in

healthy competition, where the primary

beneficiaries were the five Paralympic athletes

represented by each floor. Through this

platform we motivated the employees towards

achieving a social goal and had a very

successful win-win result.

This Project was closely related to the CSR

objectives, by promoting diversity within the

company.


HOW TO USE THE FIFA FOOTBALL CUP TO INVOLVE EMPLOYEES

IN A HEALTHY COMPETITION WITH A SOCIAL OBJECTIVE?

CONTACT

Mrs Carolina DIAZ [email protected]



EACH ONE BRING ONE

A program was launched to encourage every

employee to subscribe to at least one

protection product on a dedicated IT system.

This initiative aimed at developing employee

involvement and their linkage with the core

business of the company: looking into the

different products and having to do the

subscription themselves on the platform highly

developed their awareness about our products

and sales process.

Managers, Business Leaders, HR, Ops and IT

teams collaborated across the company in

order to provide communication, systems, and

tracking services for a maximum penetration

among the employees.

This project turned out to be a successful

mobilisation of all employees for a business

matter!


HOW TO TRANSFORM EMPLOYEES

INTO AMBASSADORS OF THE BRAND?

CONTACTS

Mr Tushar KASTUREY [email protected]

Mrs Varsha MONDKAR [email protected]

Mr Nitesh PINGE [email protected]

Mr Chaturbhuj SINGH [email protected]


SOUTH KOREASOUTH KOREASOUTH KOREASOUTH KOREA

PREGNANCY CARE PROGRAM

In Korea, more and more, the birth rate is

decreasing and the current average birth rate

stands at 1.19, which is the lowest one among

OECD countries. To cope with this trend, the

Labor Standard Act has been revised to protect

'Working Moms' by reducing working hours for

the first 12 weeks and the last 4 weeks of

pregnancy period.

Meanwhile, to be in line with 'People Care"

spirit and as a step of its CSR activity, BNP

Paribas Cardif Life Korea has adapted a better

'Pregnancy Care Program' in May 2014, in

which the working hour reduction is applicable

for the whole pregnancy period. It is a very

innovative welfare benefit for working moms in

Korea, which has attracted lots of attention

from local mess media.

It was highlighted through 36 media coverage

in June 2014 in Korea with Communication

department's collaboration as a leading

company for People care and CSR.


HOW TO BECOME A FORERUNNER REGARDING

WORKING MOMS’ WELL BEING?

CONTACT

Mrs So Young JI [email protected]


SPAINSPAINSPAINSPAIN

CARDIF IN CUBE

The “In Cube” program is a 12-month talent

incubator program created to develop future

employees for Sales, Actuarial, Marketing, IT

and HR development. Our main objective is to

establish a bridge between young talents from

universities & business schools and Cardif

Spain.

It allows to identify talents who could become

our future leaders.

The selected trainees rotate among different

business areas in the company and then meet

with the CEO to choose a specific area in which

they will be given a specific mission with a

high level of responsibility.

Internal seminars and courses held by BNP

Paribas Cardif staff enable the trainees to

increase their knowledge and grow their

network.


HOW TO ATTRACT AND KEEP NEW TALENTS IN AN INNOVATIVE WAY?

CONTACT

Mrs Béatrice ROUSSEL MORACHO [email protected]



HOW TO GET A CHANCE TO GET IN TOUCH WITH A YOUNGER POPULATION AND

HELP CREATE AN INNOVATIVE AND VISIONARY BRAND IMAGE?

CONTACT

Mrs Fisun KAYNAK SECKIN [email protected]

INNOVATION FOR THE BRAND


� Offers a positive image of Insurance

� Innovative perspective of the project

� Ludic way of talking about Insurance

Distinctions ��

� Matches the behavior of the young generation� High positive impact for a low investment

TURKEYTURKEYTURKEYTURKEY

« YOUR MOVIE, YOUR FUTURE »

FACEBOOK APPLICATION

BNP Paribas Cardif Turkey wanted to attract

new customers and communicate massively

about insurance needs.

We built a mobile application that brings the

user to his childhood dream and produces a

personalized movie. The user can share this

short movie via his Facebook account,

spreading the image of Cardif through the

social network.

A good way to encourage them to be protected

for their future plans!


HOW TO VALUE CARDIF’S EXPERTISE

USING NEW COMMUNICATION TECHNIQUES?

CONTACTS

Mrs Nathalie MANDRILE [email protected] Solweig LACROIX [email protected]


FRANCEFRANCEFRANCEFRANCE

CAMPAGNE DE COMMUNICATION

EUROCROISSANCE

When the French government launched the

Eurocroissance fund in 2014, BNP Paribas

Cardif France seized the opportunity to

communicate about her expertise acquired

with the diversified fund, by launching a wide

range, multi-medias, multi-distributors

communication campaign.

The aim of this campaign was to help people

figure and understand in a simple way the

innovations and benefits of the Eurocroissance

funds, and to demonstrate the know-how of

Cardif Fund Managers on this particular

subject.

This campaign also enabled to use new

communication techniques for the Saving

Market: RTB display, Twitter/Linked In tweets

and posts sponsorisation, dynamic and static

media mixing.


HOW TO RAISE AWARENESS OF PEOPLE ON THE BENEFIT OF

SUBSCRIBING LIFE INSURANCE WITH A TV PROGRAM?

CONTACTS

Mr Braj KISHORE [email protected] Nandita SHAH [email protected]



BREAKING TABOOS

In Indian society, it is culturally very unusual to

talk about death, which makes it difficult to

prepare life events.

The scenario chosen by SBI Life was to raise

awareness on the importance of preparing

events such as the death of the main financial

contributor of the family, by highlighting this

issue through an unusual TV advertising: the

spot presents a son who has just heard about

the death of his friend's father, asking openly to

his own father how they should alter their life's

choices if something similar happens to their

family.

The add invites the viewer to ask himself if he

has subscribed the appropriate insurance

products in case anything should happen to

himself or his family.

This is a very daring and innovative approach

on the Indian market.


HOW TO COMMUNICATE ON INSURANCE PRODUCTS

IN AN APPEALING AND MODERN WAY?

CONTACTS

Mrs Suzanne LEE [email protected] Elsa WANG [email protected]



SLEEPING BEAUTY

“Sleeping Beauty” is a short movie sequence

presenting the core message "let your loved

ones know your love".

The slogan "Invest Love in Your Beloved"

implies that the value of insurance is an

everlasting promise. It shows that life

insurance products of Cardif Taiwan can ensure

wellbeing and protection for those that you

love in a very impacting and concrete way.

This movie sequence is the second of a series

Cardif Taiwan launched in 2011.

The main objective is to communicate on the

brand in an interactive way with the public and

raise awareness on insurance products. Cardif

Taiwan was the first insurer in Taiwan to use

this communication channel, the film is

available on Youtube.

CORPORATECORPORATECORPORATECORPORATE

CARDIF LAB

Cardif Lab' is a dedicated space showing how

innovation impacts the insurance business by

putting wide-ranging innovations related to

new insurance business models (IoT, 3D Print,

Social Media...) and promoting BNP Paribas

Cardif innovations developed by its 37 host

countries.

Cardif Lab' adopts a test & learn approach,

fuels projects co-managed by multiskilled

teams and values a business-centric view of

innovation.


HOW TO SHARE DIGITAL CULTURE AMONG EMPLOYEES AND MATERIALIZE

BNP PARIBAS CARDIF INNOVATIVE PROJECTS FOR OUR PARTNERS?

CONTACTS

Mr Jérôme MLYNARCZYK [email protected]

Mrs Marie-Laure RIGAL [email protected]

Mr Edouard THUROTTE [email protected]

INNOVATION FOR A DIGITAL COMPANY


� Raises the employees’ digital awareness

� Very positive impact on the Marketplace

� Creates a link with our partners

Distinctions ��

� Casts a new light on new ecosystems and new ways of working & collaborating

� Has become a key BNP Paribas Group asset

MEXICOMEXICOMEXICOMEXICO

REVERSE DIGITAL MENTORING

WORKSHOPS

This "digital awareness" program for our

employees has been designed on the basis of

reverse mentoring. Except the mentors are not

the employees...but their children!

Children are invited to present and make a

demo of a digital subject, (eg: Snapchat, video

editing). The topics are chosen considering the

child's expertise and the employees'

expectation.


HOW TO AWAKE OUR EMPLOYEES’S DIGITAL CULTURE

IN A SIMPLE, ATTRACTIVE AND EFFECTIVE WAY?

CONTACTS

Mrs Clarissa CABRAL [email protected]

Mr Julien KLINGER [email protected]



� Creates a bridge with the Digital Natives

� Spreads the digital culture in a simple and

innovative way

Distinctions ��

� Is a disruptive way of training� Creates a link between generations� Offers children a valorizing and meaningful

experience in the corporate world

MEXICOMEXICOMEXICOMEXICO

WELCOME KIT FOR FINAL CUSTOMERS

This mobile application enables customers to

get information about the insurance product he

just bought in a digital and educational way.

The instructions to download the APP are

provided in the Welcome Kit sent by Cardif.

This APP launches a Welcome Video that is

embedded by augmented reality in the Cover

Letter that the customer has scanned with his

own smartphone.

This video presents him the insurance product

he just bought, what it covers and not covers

as well as some steps in order to make it valid.

With this APP the final customer can also

download the Book of General Conditions and

save them or send them through email.


HOW TO DIGITALISE THE SUBSCRIPTION PROCESS AND

PRESENT THE GENERAL CONDITIONS IN A VERY MODERN WAY?

CONTACTS

Mrs Ana Isabel NINO [email protected]

Mr Claudio ORELLANA [email protected]



E-FINANCIAL TRANSACTION SERVICE

E-Financial Transaction Service is an online

service enabling our customers do to a certain

number of transactions themselves without

having to visit a physical branch.

This important digital improvement enables

the customer to have the same experience for

his financial transactions than for all his other

customer experiences today.

Is represents a huge time saving for him but

also for our teams and our partners employees!

But this service also offers a real commercial

advantage as it favors targeted promotional

activities. The result showed an 88% increase

in request for security card and 68% of increase

in visit e-service in January 2015 compared to

the beginning or before launching.

The securite process enables us to get

marketing consent directly from customers

through the e-service.


HOW TO IMPROVE CUSTOMER EXPERIENCE

BY OFFERING E-SERVICES TO OUR CUSTOMERS?

CONTACTS

Mr Tan Dat DUONG [email protected]

Mr Hyun Pil KIM [email protected]

Mr Tai Il PARK [email protected]

Mr Sang Tae SHIN [email protected]



QR CODE DONATION PLATFORM

We were disappointed by the donations of our

1st-year amounts to TAFC (Taiwan Association

of Family Caregivers) from our customers. To

overcome this issue the 2nd year, we decided

to offer a quick, simple and digital solution for

our customers to donate money, but also goods

and services.

We built a fully digital platform for people to

donate money and commodities by scanning a

QR code on our commercial documentation: the

customers arrive on the homepage of the

platform and can choose to offer money, food

or a specific service (eg: homecare service for

ill people, car service to the hospital).

Not only providing financial donation, the

program enables our donators (customers and

partners) to personnalize their gift and give

according to their values in just a few clicks..


HOW TO ASSOCIATE DIGITAL AND SOCIAL RESPONSIBILITY

BY ENCOURAGING THE PUBLIC TO HELP FAMILY CAREGIVERS?

CONTACTS

Mrs Fiona SHEN [email protected]

Mrs Ingrid KUO [email protected]


GERMANYGERMANYGERMANYGERMANY

CLAIMS SCORING TOOL

Given the complexity of the claim, this scoring

tool provides the client an optimised decision-

making process based on three levels of

acceptance (light, medium, full).

According to certain parameters, it also allows

to calculate an expected claims payment. The

customers gets to send less documents back

and we make quick and risk-free decisions.

This tool has been built by analysing 3 years

claims statistics.


HOW TO INCREASE PRODUCTIVITY AND CUSTOMER VALUE

BY OPTIMISING THE CLAIM REQUEST PROCESS FOR THE CLIENT?

CONTACTS

Mr Christoph FUCHS [email protected] Cyril HAIOUN [email protected] Laurent KASPER [email protected] Martin [email protected]

INNOVATION FOR SIMPLE WORKING


� « Client value » oriented project

Distinctions ��

� Acceleration of the decision process� Fewer documents to manage� Simpler process for the client


“SBI LIFE MOBCAST”

A WHOLE NEW WORLD OF LEARNING

Training hundreds of thousands employees,

distributors and banking retailers on Insurance

products is a real challenge to which SBI Life

answered with the SBI Life Mobcast mobile

application.

This mobile application displays online training

videos and presentations, as well as interactive

tools, such as quizzes or feedback tracking.

SBI Life Mobcast enables the sales forces to be

trained very quickly and provides them a

unique repository for product documentation

and updates.

It also reduces training costs and simplifies the

regular update of the data.


HOW TO PROVIDE A WIDE RANGE, DIGITAL TRAINING PROGRAM

TO NUMEROUS SALES FORCE?

CONTACTS

Mr Debrashee VARMA [email protected] Prasaad P DESHMUKH [email protected]


LUXEMBURGLUXEMBURGLUXEMBURGLUXEMBURG

ORGANISATION EN COMITES MARCHES

Business opportunities appear within a few

months only and can disappear very quickly

too, which implies a high reactivity in

development.

Resources being quite limited, it is therefore

essential to focus on the most important

topics. Markets committees aim at identifying

and seizing these opportunities, efficiently

adapting to regulatory changes, anticipating

changes, in a proactive way.

After 1 year of existence, the results are visible:

+400% projects delivered, 90% of them within

schedule, 98% satisfaction inside and outside

the company.

They also improved cross-departmental

communication and team work. Information

about the different action plans is better

spread within the different teams.


HOW TO MPROVE COMPANY'S ABILITY TO ANTICIPATE CHANGES

BY SETTING UP MARKETS COMMITTEES?

CONTACT

Mr Charles DEGEN [email protected]



ELAB (EFFICIENCY LAB)

eLab (Efficiency Lab) is a program developed in

order to have each department identify simple

and quick ways of simplifying their every day

business and foster cross-functional projects.

At least once a year, all the members of the

staff have to review their budget, tasks, process

etc. and go through a process of: preparation,

e-lab workshop, review of business and

financial impact and finally sharing of the

actions.

eLab actions are classified in 4 categories:

1.Simple working: simplify process, remove non

added-value work.

2.Smart spending: spend money wisely (less

payment for the same service or product)

3.Digital working: transfer the manual work in

to digital working

4.Creative working: new task, new process

which generate value.


HOW TO IMPLEMENT IMPROVEMENT SCHEMES IN EACH FUNCTION?

CONTACT

Mr Seung Dam RYOO [email protected]



HOW TO EFFICIENTLY MANAGE CUSTOMER REQUESTS

RECEIVED FROM VARIOUS CHANNELS ?

CONTACTS

Mrs Idil AKTAS [email protected] Kursat TOPAKTAS [email protected] Cenker TOKKUZUN [email protected] Aliye SIKLAROGLU [email protected]


TURKEYTURKEYTURKEYTURKEY

HERA CUSTOMER REQUEST

MANAGEMENT SYSTEM

With Hera, customer requests' received from

different channels and core systems (call

center, internet, agency, fax, mail) are

automatically registered to the system and

managed in line with pre-defined internal

workflows enabling to allocate requests to

responsible parties.

E-mails sent by customers to 9 different

company addresses are automatically

converted to requests in the system.

The main goals are:

- Alignment with regulations in terms of timely

completion of customer requests

- Transparent and timely communication to the

customer

- Process time tracking among the various

teams for improvements identification

- Manual work removal


CSR “HELPING OTHERS”

PLATFORM

This online platform enables employees to

share missions they are already engaged in or

wish to engage into, and find fellow colleagues

to contribute with them according to their

time, values and wishes.

This collaborative platform is at the hand of

Cardif employees who can propose and

contribute to very different kinds of projects.

An efficient and team-spirited way to valorise

employee engagement and match the needs of

charity communities and volunteers.


HOW TO MATCH THE NEEDS OF CHARITY COMMUNITIES

AND VOLUNTEERS IN A UNIQUE PLATFORM?

CONTACTS

Mrs Stefie HUNG [email protected] Suzanne LEE [email protected] Tingting LIANG [email protected]

INNOVATION FOR A RESPONSIBLE COMPANY


� Has a strong spreading potential� Encourages employees’ contribution

� Promotes employees’ solidarity projects

Distinctions ��

� Spreads the brand CSR spirit to the public� Enhances employees’ engagement

CHILECHILECHILECHILE

EQUAL ACCESSIBILITY FOR

WWW.BNPPARIBASCARDIF.CL

Recognizing that there are about 2,070,000

people who have one or more disabilities in

Chile, and that promoting social inclusion is

part of our principles as a company, BNP

Paribas Cardif Chile decided to undertake the

Universal Accessibility Project.

The main idea of the project was to adapt the

content of the corporate web page to sign

language and audio videos, so that people with

visual, auditory, physical, intellectual

disabilities, among others could browse the

website in an easier way.

Through this initiative we became the first

insurance company to innovate in this field.

Thanks to this, more people can now perceive,

understand, browse through and interact with

the website and thus, with BNP Paribas Cardif

in Chile.


HOW TO MAKE OUR CORPORATE WEBSITE MORE INCLUSIVE, PROMOTING THE

RIGHT OF ACCESS TO INFORMATION FOR PEOPLE WITH DISABILITIES?

CONTACT

Mrs Maria VALDES VIAL [email protected]



PARTENARIAT AVEC ARTZ

The projects aims at sustaining the cognitive

skills of patients living with Alzheimer disease

by enhancing their cultural life.

Cardif employees follow a 2-day cross-

company training program with ARTZ (Artists

for Alzheimers).

Different journeys through various museums

have been developped by ARTZ and a

dedicated conference speaker helps the

patients talk about paintings, sculptures,

drawings,etc.

Employees' objective is to help one patient

integrate behaviour changes through a positive

experience. This would limit behaviours out of

control as singing when it is not appropriated

and help the family for example.

The 1st visits took place at the Quai de Branly

Museum and the Georges Pompidou Center.


HOW TO COMBINE EMPLOYEES’ ENGAGEMENT AND SOCIAL ACTION

FOR THE ALZHEIMER ILLNESS?

CONTACTS

Mrs Delphine GLUZMAN [email protected] Florence KARRAS [email protected]



GREEN LEADER PROGRAM

Initiated in 2011, the company built a small

garden in the yard and roof of a child welfare

center. Since then, environmental classes take

place to teach farming and gardening in order

to regularly nurture children and enable

emotion stability.

In 2014, the program was expanded to another

welfare center that includes children from

broken families AND seniors living alone. The

aim is to favor better understanding, solidarity

and respect between generations in a same

ecosystem.

The environmental classes, which take place

every week, are composed of children paired

up with elderlies. It is followed by a one-day

trip to the forest in summer with both

generations.

The idea is to create a real sense of community

and solidarity in poor neighbourhoods between

very different generations.


INCREASE EMOTIONAL DEVELOPMENT THROUGH ENVIRONMENTAL

EDUCATION FOR UNDERPRIVILEDGED POPULATIONS?

CONTACT

Mrs Maria VALDES VIAL [email protected]


FRANCEFRANCEFRANCEFRANCE

COCLICO

COCLICO (COmmunity of CLIent

COllaborators)was born in April 2014, as

Marketing and Customer Service departements

decided to benefit from the real-life experience

of the customers that stood under their own

walls.

The volunteer employee members can help

Cardif benefit from their daily consumer

experiences by contributing to the various

Customer Café's, interviews, questionnaires,

proposed by COCLICO, on behalf of internal

Business departments.


HOW TO BENEFIT FROM EMPLOYEES’ EXPERIENCE AS CUSTOMERS

TO IMPROVE AND DEVELOP OUR OFFERS AND SERVICES?

CONTACTS

Mr Guillaume GRANDJEAN [email protected] Emmanuelle SAINT-JOST [email protected] Anne-Lise THOORENS [email protected]

INNOVATION FOR A COLLABORATIVE COMPANY


� Has become a real company network

� Raises employees’ awareness about the

client journey

Distinctions ��

� The company gets a better knowledge of its clients’ expectations

� Forsters employees’ pride and engagement

ITALYITALYITALYITALY

CO-CREATION &

TOP INFLUENCER WEB COMMUNITY

After a first phase of social media listening and

analysis, Cardif identified a panel of 40 web top

influencers on the perimeter, i.e. bloggers,

journalists, start-uppers, researchers.

They were invited to exclusive co-creation

sessions where they were asked to co-invent

Habit@t 2.0.

Their recommendations were used to conceive

the new product and a dedicated Facebook

community was created to stay in touch with

them on a long-term basis!


HOW TO WORK WITH WEB INFLUENCERS AND STARTUPPERS

ON THE DESIGN OF AN OFFER?

CONTACT

Mr Simone MACELLONI [email protected]



� Enables to think « Out of the box »

� Very innovative approach

Distinctions ��

� Puts the company in a leading role among the insurtech market

� Helps understand customers’ emerging needs faster


CONTACTS

Mr Frédéric JUSTIN [email protected] Judith WILL [email protected]


HOW TO IMPLEMENT A NEW COLLABORATIVE PLATFORM

BY LEADING AN AGILE PROJECT?


C’YOU

We created the C'you platform (Microsoft

SharePoint technology) as a team: Knowledge

Management and Corporate IT.

The platform includes sharing spaces for

communities, collaborative workspaces for

teams, projects... , as well as a user centric

homepage with the most recent information for

the user.

There are several innovative aspects,

technological & organizational. The key factor

though is the close collaboration & partnership

between the teams, which allowed us to

successfully realize this project without any

delay, with a very limited budget.

Always working as a team, we focused on the

result and accelerated all processes within the

project. The key word was agility! Tasks where

shared with mutual support, to achieve the

common goal of realizing the whole perimeter in

2014.

JAPANJAPANJAPANJAPAN

INNOVATION WORKSHOP

The Japanese market is on a trend of product-

duplication and price-lowering. It became crucial

to do things differently and find a way to bring

real value to customers as a leverage for

differentiation.

A 3-day innovation journey was organized for 15

employees to reinvent our CPI: one day training

on design thinking, one day of immersion, and

one day to ideate and prototype.

These agile methods are a real cultural revolution

for japanese companies and the event had a big

impact in terms of delivery but also in the way it

deeply changed our vision of accelerating our

projects, embarking our people in the whole

process and gaining in agility.

We organised a unique collaborative workshop

based on a digital, multi-disciplinary approach,

involving external personalities.


HOW TO IMAGINE A NEW CPI PRODUCT

THANKS TO DESIGN THINKING?

CONTACT

Mrs Chiyo SUGIMOTO [email protected]


THE NETHERLANDSTHE NETHERLANDSTHE NETHERLANDSTHE NETHERLANDS

BOARD OF BUSINESS PARTNERS

Keeping a close relationship with our partners is

the key to a productive cooperation.

The Board of Business Partners (BOB) gathers 10

critical yet constructive business partners twice a

year.

Meeting and mixing a group of business partners

enables us to discuss and collect ideas and needs

for innovation and helps us cross visions and

opinions on our necessary developments.

It helps us develop new offers and services by

approaching the market's wishes and test our

concepts 1st hand with our main partners. The

process of action and reaction gives room for

creative thoughts and quick testing and

implementation.

The BOB is an excellent tool to regularly share

with our partners, while giving them a rewarding

role in our organisation.


HOW TO SUSTAINABLY VALUE OUR RELATIONSHIPS

WITH OUR PARTNERS ?


CONTACT

Mrs Sandra SEIDELMANN [email protected]

This document was brought to you by the Innovation Team

We would like to thank:

Every person who has dared propose and realize these new and innovative ideas.

The Managers who have committed themselves in the implementation of these projects.

All of those who have presented projects that we have not been able to insert in this book

The members of the pre-Juries and the Grand Jury who have shown kindness and integrity while

selecting the winners.

For any further information, please feel free to contact:

Mrs Héloïse Lauret, Innovation & CSR manager – [email protected] – Tél : 01.55.94.36.30

Mrs Justine Allegret, Innovation Team – [email protected] – Tél : 01.41.42.67.82

Mrs Sylvie Berthier, Innovation Team – [email protected] – Tél : 01.55.94.43.40

Mrs Patricia Nchuingdjang, Innovation Team – [email protected] – Tél : 01.55.94.48.29

innovation book en

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